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About Difficult Conversations

The 10th-anniversary edition of the New York Times business bestseller-now updated with “Answers to Ten Questions People Ask”

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you’ll learn how to:

· Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations· Move from emotion to productive problem solving

About Difficult Conversations

The 10th-anniversary edition of the New York Times business bestseller-now updated with “Answers to Ten Questions People Ask”

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you’ll learn how to:

· Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations· Move from emotion to productive problem solving

“The only people who shouldn’t read Difficult Conversations are those who never work with people, anywhere.”—Peter M. Senge, bestselling author of The Fifth Discipline

“How do you confront your ex-spouse who’s late picking up the kids? How do you tell a client their project took longer than expected and the bill is twice as high? How do you say ‘I’m sorry’? Start by picking up Difficult Conversations.”—Citizen

“Difficult Conversations will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives.”—Library Journal

“Stone, Patton, and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format.”—Publishers Weekly

“The central insights of Difficult Conversations so resonate with common sense that it is easy to overlook just how remarkable of a book it is . . . a must-read.”—Harvard Negotiation Law Review

“Examples more clear-headed and advice more precise than we’ve seen before.”—Dallas Morning News

“Stone, Patton, and Heen have written an extremely clear and unpretentious exposition of how to develop effective communication skills and a guide to achieving openness and constructive outcomes in dialogue . . . this book is, and probably for some time to come will be definitive.”—Southern Communication Journal